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Technical Support Engineer

Metronome

This job is no longer accepting applications

See open jobs at Metronome.See open jobs similar to "Technical Support Engineer" SV Angel.

IT, Customer Service

Remote

Posted on Sep 5, 2024

About Us

Metronome is the leading usage-based billing platform built for modern software companies. We help teams launch products faster, iterate on pricing quickly, and deliver a first-class billing experience—all with speed, control, and confidence.

Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, Databricks, and NVIDIA.

You'll be joining an experienced team that includes founders who have successfully built and sold startups before. Our founders and employees also have direct experience building and scaling teams through massive growth at companies like Dropbox, Clever, and New Relic. On the back of this experience and our success-to-date, we’ve raised over $78m from leading investors including NEA, Andreessen Horowitz, General Catalyst, and Elad Gil. We’re also proud to have founders and executives of companies like Segment, Plaid, Looker, Gitlab, Confluent, HashiCorp, and Snowflake, as investors who have experienced the pain we're solving firsthand.

About the role

As a founding member of our technical support organization, you will be on the front lines providing world-class customer service. As part of our engineering organization, you will become an expert on our product and partner closely with Metronome's engineers, customer success team, and our customers' developers.

Your primary responsibilities will include communicating with developers, debugging issues, creating and improving our internal tools. Since we view every support escalation as an opportunity to learn, both as individuals and as a company, you will play a critical role in providing feedback and influencing our product roadmap.

Qualifications

3+ years of work experience in a highly technical support organization or in engineering
Experience writing scripts or internal tools using APIs, and functional knowledge of SQL
Familiarity programming in one of Typescript, Python, or Ruby
Strong written and verbal communication skills
A mindset of customer empathy and ability to solve challenging problems

Nice to Have:

You have worked on modern enterprise software which is business critical

What you might work on

Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality
Troubleshoot any issues that arise from customers and diagnose any blockers. Escalate issues with customer context to the engineering team
Develop internal tools to automate customer workflows that are currently unavailable in our product. Provide feedback on recurring patterns and advocate for addressing feature gaps in the product.
Design and assist in implementing a comprehensive knowledge base to assist customers with using our product

Impact you'll have

Through your interactions with individual customers, you will help improve our product for everyone.
Your work will play a crucial role in ensuring our customers' success and the continued effectiveness of their integration with Metronome.
The Metronome team is more well-rounded because you bring your unique personality to work and help create an inclusive fun environment focused on helping our customers get the most value out of Metronome.

We don't filter based on current expertise, so at Metronome you will learn

AWS (S3, RDS, API Gateway, ECS, Fargate, Lambda, MKS, and more!)
Infrastructure as Code (Terraform, Serverless Framework)
Languages (Python, Typescript, Java - for working with Kafka)
Frontend Tools and Frameworks (React, Apollo GraphQL, Webpack, React Testing Library)
CI/CD (AWS CodePipeline & CodeDeploy, CircleCI)

Compensation

The estimated base salary range for this role is $150,000 - $172,000. In addition to your base salary, Metronome offers a competitive total rewards package, including but not limited to, market-benched equity, sales incentive pay (for eligible roles), comprehensive health benefits, and other benefits listed below.

The actual base salary will vary based on factors including market value, individual qualifications objectively assessed during the interview process, and previous experience. The listed range above should serve as a guideline and may be modified at any time.

We believe that compensation reflects the expected impact you will have at the company, relative to the market value of your role. We also conduct an annual pay audit to ensure pay is fair, indexed to market value, and that pay takes into account continued performance at Metronome. If you would like to learn more about our philosophy or about why we are all billing nerds, send us a message. We’d love to talk!

Benefits

Excellent medical, dental, vision, and life insurance coverage, including a One Medical membership
Paid parental leave
FSA (Flexible spending account)
Retirement planning - Traditional and ROTH 401(k)
Flexible time off
Employee assistance program (mental health benefits)
Culture where personal growth is highly valued

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.